4/15/2022
- BY: SHAUN LEAHEY
Nearly every Quality Manager or Plant Manager has had this situation come up: The phone is ringing and it’s the customer. You instantly get a sinking feeling in your stomach, thinking, here comes a complaint. On the rare occasion there isn’t a problem, you take advantage of strengthening your relationship with the person on the other end of the conversation. But often, you’ll begin the conversation listening to what problem the customer is experiencing and how you can help. Your new priority is to begin problem solving, starting with assembling a team. Wait, we’re supposed to use a problem-solving team? Who’s on the team?